Member Experience Supervisor

About the Role

Working closely with the Assistant Club Manager of Member Experience, the Member Experience Supervisor is responsible for providing leadership and direction within the club and driving club performance, particularly for the departments that they directly manage. A key function of the role is the ability to develop talent, display leadership, and deliver results consistently. The Member Experience Supervisor leads audit compliance efforts, drives collaboration with Business Partners (BPs), and oversees certification and training to ensure operational excellence.

Responsibilities

• Lead all Frontline, Membership Services Desk, Membership Sales Ambassador, and functions with a focus on membership performance, frontline service, Voice of the Member (VOM), and club promotions to drive a positive member experience and business results.
• Develop and manage high-performing teams by leading recruiting, training, and performance management for Front End Leads (FELs), Cashiers, and Membership Sales Ambassadors. Provide regular coaching, feedback, motivation, and discipline to ensure team engagement and accountability.
• Ensure proper staffing and processes to support excellent member service and execution.
• Maintain strong knowledge of policies and procedures and ensure consistent application across Member Services and Frontline teams.
• Execute corporate programs to standard and implement company initiatives according to plan and performance expectations.
• Drive policy and procedural compliance to maintain integrity and control within Member Services and Frontline environments.
• Leverage reporting tools to drive performance and development, utilizing company systems and reporting platforms to assess team performance and identify strengths and opportunities.
• Communicate effectively across teams, serving as a bridge to ensure clarity on membership, frontline initiatives, and club happenings.
• Drive membership growth and retention by executing acquisition, retention, loyalty, and member experience initiatives to achieve Membership Fee Income goals and other membership KPIs.
• Meet or exceed productivity expectations through effective scheduling, task execution, and adherence to process.
• Ensure service excellence by monitoring team performance and member interactions to uphold a positive and consistent service experience.
• Oversee Front Door recovery and follow-up, ensuring weekly entry of recoveries and leading retraining or corrective action as needed.
• Comply with club standards and maintain full adherence to all club policies, procedures, and operational expectations.
• Perform other duties as needed to support other departments at the discretion of Club Leadership.
• Maintain regular, predictable, full attendance to support operations, leadership coverage, and team engagement.

Leadership Responsibilities

• Know the business: Exhibit strong business acumen through strategic thinking and data-driven decision-making.
• Lead through change: Model leadership competencies and act as a champion for growth.
• Communicate effectively: Provide teams with the information, direction, and support needed to succeed.
• Build high-performing teams: Foster collaboration, provide clear direction, and hold team members accountable.
• Deliver results: Set clear expectations, follow up consistently, and drive execution.
• Develops Talent & Team: Foster a culture of growth by actively developing team members through collaboration, coaching, and empowerment.
• Display Leadership: Demonstrate strong leadership by fostering trust, promoting open communication, and resolving conflicts constructively.
• Team Member Engagement:
  • Support team development through training, feedback, and on-the-job coaching.
  • Drive values-based culture by promoting strategic thinking, ethical decision-making, and inclusion.
  • Create a safe and collaborative environment by fostering open communication and team trust.
  • Recognize and retain top talent by celebrating achievements and focusing on career growth.
  • Guarantee service excellence by ensuring daily execution of GOLD Member Standards and reinforcing key service behaviors (Greet, Anticipate, Appreciate; Fast, Friendly, Full, Fresh, Clean; Listen, Apologize, Solve, Thank).
  • Monitor engagement levels by observing Member engagement and department execution to ensure a premium shopping experience.
  • Resolve concerns by supporting the team in addressing Member issues and delivering satisfaction.
• Consistently Run Great Clubs with Great Standards:
  • Maintain Club Standards by consistently delivering GOLD Standards in your club.
  • Raise the Bar by ensuring the club is at plan or better for all Bottom Quartile core KPIs relevant to the role.
  • Achieve Financial Performance through cost discipline by meeting or exceeding labor and supply plans.
  • Drive Performance and Profitability by using reporting to identify trends and areas of opportunity.
  • Understand the Business by acquiring a deep knowledge of key metrics and reporting for total club and department performance.

Requirements

• Demonstrates leadership capabilities, including supervising cross-functional teams, training team members, and driving and communicating results.
• 2 years of customer service or sales experience preferred.
• Basic computer knowledge (MS Word, MS Excel, Email) required.
• High school diploma, college degree, and/or big box wholesale, retail, grocery, and/or leadership experience is preferred.
• Open shift availability required.
• At least 18 years of age.
• Must maintain all training and required certifications.

Job Conditions

• Frequent movement on hard surfaces and occasional bending, pulling, and reaching.
• Regular lifting of up to 30 pounds; occasional heavier lifting with assistance.
• Exposure to temperature extremes and loud noises within perishable areas.
• Potential exposure to cleaning agents.

Benefits

• Weekly Pay: Get paid every week.
• Free BJ’s Memberships: Enjoy a complimentary The Club Card Membership, plus a free Supplemental Membership for someone in your household.*
• Generous Paid Time Off: Vacation, personal, sick days, holidays, bereavement, and jury duty leave.*
• Flexible and Affordable Health Benefits: Choose from three medical plans, and access optional dental, vision, Health Savings Account (HSA), and flexible spending account options.*
• 401(k) Retirement Savings Plan: Build your financial future with a company match (available to team members 18 and older).*
• Employee Stock Purchase Plan: Accumulate funds through after-tax payroll deductions that can be used to purchase shares of BJ’s common stock at a 15% discount.*

*Eligibility requirements vary by position.

Pay

In accordance with Pay Transparency requirements, the pay range for this position starts from $20.00 per hour. Actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications.